How to hand off calls from an AI voice agent to a person
An AI voice agent handles the routine calls. A clear handoff makes sure the important ones reach a person quickly and with context.
Step 1. Decide what a person should always take
Think about the calls where judgment, empathy or authority matter: complaints, urgent situations, large deals, sensitive topics. Write that list in plain words before touching any settings.
Step 2. Define the triggers
Triggers are the signals that start a handoff. The caller asks for a person. A keyword like emergency or cancel comes up. The agent cannot answer after a clarifying question. Keep the list short and specific.
Step 3. Choose who picks up and when
Pick the destination for each trigger: a front desk number, a sales mobile, a team line. Add a fallback for when nobody answers, such as taking a message and promising a callback.
Step 4. Tell the caller what is happening
The agent should say it is connecting them, not leave silence. A short sentence works: "Let me put you through to someone on the team."
Step 5. Pass the context along
The worst handoff makes the caller repeat everything. Decide what the person receives: the caller's name, the reason for the call and anything already collected. Read about how a warm transfer works in our glossary.
Step 6. Test every trigger
Call your own agent and trigger each path, including the no-answer fallback. Our guide on testing before going live covers the full routine.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
Should the agent offer a person on every call?
Not necessarily. Many businesses let the agent resolve routine requests and keep the handoff for the cases on their list, while always honoring a direct request for a person.
What if nobody is available?
Set a fallback: take a message, capture the contact details and schedule a callback.
Can I change the triggers later?
Yes. Review transcripts and adjust the triggers as you learn which calls need a person.
Related
- /blog/glossary-warm-transfer
- /blog/how-to-test-an-ai-voice-agent-before-going-live
- /blog/how-to-set-up-an-ai-receptionist
- /blog/how-to-prepare-a-knowledge-base-for-an-ai-voice-agent
- /pricing